Their knowledge is not that much honestly.. that's why I'm posting here 
That pretty much explains it all.
In my view, if a manufacturers / suppliers fails to fully support their product then that is tantamount to an admission that their product is total crap and probably will never ever perform as intended.
There are a number of reputable manufacturer’s of Motion Controllers that do fully support their products and that is perhaps your direction forward.
I use both a Warp9 ESS and a Pokeys 57CNC – both have excellent customer support and excellent documentation - perhaps check out their websites.
Tweakie.